Case Study: Samsung Electronics America achieves 10x online sales growth and 100% inquiry coverage with iAdvize conversational platform

Samsung US leverages their conversational strategy to increase online sales

Samsung US adopted the iAdvize conversational platform as part of its 2019 digital strategy to help online customers choose products in a highly competitive consumer-electronics market. When COVID-19 forced store closures and drove peak e-commerce traffic up 200–300%, Samsung aimed to cover 100% of customer inquiries by converting retail associates into online advisors and ensuring no conversation opportunities were missed.

Samsung launched the ePromoter program, integrating iAdvize messaging with retail agents (up to 400), independent experts, and an outsourced team to provide 24/7 coverage and proactive outreach. The initiative delivered full interaction coverage, drove a 10x year-over-year sales increase, improved conversion rates and NPS, and provided conversational insights used to refine the knowledge base and customer journey.

Samsung Electronics America

Ed Billmaier

Director of e-CommerceCustomer Service